Job Title: Customer Support Team Lead
Location: Remote
Job Type: Full-Time Contractor
About Us: We are committed to excellence in serving our customers with high-quality products and services for health and pain maangement. As an industry leader in Commerce health products, we prioritize customer satisfaction and continuous improvement in all our operations.
Job Summary: We are seeking a Customer Support Team Lead who will not only manage and lead our customer support team but also oversee the automation of our customer service operations using Gorgias, handle chargebacks, and manage disputes effectively. The ideal candidate will have a strong background in customer service leadership and technical proficiency in customer support tools and dispute resolution.
Key Responsibilities:
- Lead and manage the customer support team to ensure a high standard of customer service is consistently achieved.
- Oversee the setup, implementation, and management of Gorgias automation to streamline customer interactions and improve response times.
- Develop and maintain workflows and macros in Gorgias to enhance customer service efficiency.
- Handle and resolve customer disputes and chargebacks, working closely with the finance and legal departments to minimize losses.
- Train and mentor team members on best practices for customer interaction, use of support tools, and handling difficult cases.
- Analyze customer support metrics and generate reports to guide improvements in customer service strategies.
- Collaborate with other departments to improve product offerings and customer experience based on feedback collected from customer interactions.
- Ensure compliance with all company policies and regulations during customer interactions and dispute resolution.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Proven experience as a Customer Support Team Lead or similar leadership role in customer service and in an ecommerce setting.
- Strong technical proficiency with customer support software, preferably Gorgias.
- Excellent understanding of managing chargebacks and dispute resolutions.
- Exceptional communication and interpersonal skills.
- Strong problem-solving skills and the ability to make decisions under pressure.
- Experience in creating and maintaining customer service workflows and automations.
- Ability to train and motivate team members to achieve excellence in customer service.
What We Offer:
Competitive salary and benefits package.
Opportunities for professional development and advancement.
A dynamic and supportive work environment.
Remote work opportunities.
Paid leaves after probationary period
